An exclusive with Mo, your favourite customer service manager at Pirates Village

Posted On December 13, 2017

After many years working for Jet2 in our Pirates Village hotel and many others all over the island, this year we finally managed to steal her away and hire her exclusively as our Customer Services Manager. Although she’s not usually the kind of person who likes being the centre of attention, at Pirates we believe that this does not count on your birthday… Want to find out what we did? Check out our exclusive interview here:

Hi Mo! So can you let us in on what led you to take the job position at Pirates Village?

Well, I’ve been working for Jet2 for many years but this hotel grabbed my heart from day one. When I was offered the job I didn’t think twice about it. You see, what I love most about this hotel is that, no matter how much customer service experience you have, and trust me I have a lot, no day’s ever the same. I never know what the customer is going to say and so I just love the diversity of it.

What do you think attracts customers to the resort?

There are so many things but I would probably say the sense of family. You become friends with so many customers that it just seems like one big, happy family. There’s a lot of teamwork from both the customers and staff that also helps a lot as well. I also think customers really appreciate how safe Pirates Village is. We have a security guy on the door who is very good at keeping both children in and non-guests out, the purpose of which is also for the families’ welfare.

How do families with children who have development disorders feel when they visit Pirates Village?

I think they really like how structured everything is at the resort, which is very in tune with what the children need. For example, the kids club, times of the shows, activities… Because of this, many like to repeat their holidays at Pirates which helps the children become more confident with the hotel and really come into their own. My son has Asperger’s syndrome and so I have a great understanding of this and treat them the same as any other child. I usually ask the parents what they like to do and don’t and so this really helps.

Obviously being a customer service manager you are going to come across a few complaints…

To be perfectly honest we get very few complaints. I eat most days at the hotel and there is always a good variety of food and sometimes people comment on the pool being cold in Autumn but we always act asap to sort any issues out. It is a very fun hotel but it is not a place for some peace and quiet as it is full of families with young children. There are boundaries though and when people are being too loud I knock on doors, speak to them and sometimes give warning letters to remind them to respect their neighbours because, at the end of the day, everyone should be allowed to enjoy their holiday. That is what I’m here for!

Do you have any recommendations for days out or evenings away from the hotel?

Yes, definitely! What’s good about Santa Ponsa is that there is something for everyone: for our guests who want to try the typical food and those who are looking for the easiest option for their young children. For example, there are many well-known fast food restaurants like Mcdonald’s and there are restaurants like Empatheia by the beach where you can enjoy a gorgeous sunset whilst eating typical paella. There’s also Scottish Corner which has a play area for the kids and Bar Code 7 which has an even bigger children’s area, right next to the mini golf place.

There’s also a very fast bus service which can take you to different parts of the island like Palma, the capital, where you can visit the cathedral. Santa Ponsa also has a beautiful beach and the Western Water Park is only 10 minutes away from the resort in a taxi.

Do you have to be a certain kind of person to work at Pirates?

Not really as I’m not really an outgoing person. I can deal with 100 angry customers but I don’t really like being the centre of attention. Saying that though, I was lucky (or unlucky enough) to walk the plank on my birthday this year. All the customers in the hotel sang happy birthday to me as I did it but I was still quite scared as it’s a lot higher than you think! It was a very touching moment though and just proves that it is a welcoming hotel for absolutely everyone.

So, will you be working at the hotel next season?

Yes, definitely, 100%!

What are you looking forward to next year?

I can’t wait to welcome back repeat customers and welcome new ones! I especially can’t wait to meet people who have been recommended Pirates Village by friends who have already visited us as it happens quite a lot and is such a pleasure to see! I’m very excited to keep on improving to help customers enjoy their experience even more.

And, finally, can you describe Pirates Village in 3 words?

Family, fun and fabulous…

Thanks Mo for all your great recommendations on things to do in Santa Ponsa and your insight on what it is like working at Pirates Village Apartments. You can now book your stay at our resort now for 2018 on the official Gran Isla website, the only place that offers the cheapest price for your bookings at our resorts.

An exclusive with Mo, your favourite customer service manager at Pirates Village